Abstract: Load balancing between agents in a network skillset has become a particular problem. Not only is there a need to ensure efficient use of agent resources in the network skillset but increasingly labor law and union requirements mean that work must be shared between agents in an equitable manner. A source contact node in a network of contact centers requests nodal longest idle agent information from the other contact centers in the network. Using this information a network longest idle agent is identified and the incoming contact routed to that agent. A reservation system is used in combination with the longest idle agent information in order to prevent dropped contacts and to ensure equal sharing of work between agents in a network skillset. Contact center servers are linked over a separate network, isolated from a network linking the contact center switches.

Abstract: A method of tracking calls received within a call center is disclosed. A call is received within a call center switch that is connected to a call center via a host interface link (HIL). The call center has an automatic call distributor (ACD) server and interactive voice response (IVR) server, which is functionally integrated with the ACD server. The call is routed to the IVR server of the call center and responses are solicited from the caller to determine a requested type of service and what skills are required for answering a call. A route request based on an HIL protocol is determined within the call center and includes a new extension number and HIL messages. The call is routed based on the route request back to the call center and to an agent via the ACD server and HIL link such that the call can be tracked while in the call center and in queue.

Abstract: A method for processing calls. Initiation of a call by a user is detected in the communications device. In response to detecting the call, a geographic identification based on a number assigned to the communications device and/or language identification based on a user of the communications device is identified. The geographic identification and the language identification are transmitted with caller identification information for use by a called party.

Abstract: A method for negotiating a common language on a voice over Internet Protocol (VoIP) network, the method comprising: allowing a plurality of users to connect to the VoIP network, each of the plurality of users having at least one of a plurality of VoIP compatible transmitting/receiving devices; configuring each of the plurality of VoIP compatible transmitting/receiving devices with a list of a plurality of languages, each of the plurality of languages having a priority level associated therewith; allowing automatic selection of the common language between two or more of the plurality of users on a joint VoIP call by performing a language handshake; computing a maximum selection score via a language handshake algorithm provided by the language handshake; maximizing a sum of priority levels; minimizing a sum of priority differences; and selecting the common language that provides a largest sum of the priority levels and a lowest sum of the priority differences.

Abstract: Methods and systems are disclosed for enabling a healthcare virtual private network (VPN) that leverages the assets of a shared, interconnected network of legacy systems. A data connection is established with a rule-based application dataserver of a telecommunications network facility to control access, sharing, notification, security, and/or management of electronic healthcare communications and/or data exchanged between or among a non-participant and a legacy system of a participant. Typically, the rule-based application dataserver is associated with a central office (“CO”), a mobile telephone switching center (“MTSO”), or a combination CO/MTSO. Methods and systems related to healthcare VPN billing are also disclosed.

Abstract: Method of confirming the establishment of a voice connection, such as a VoIP connection, between first and second end stations coupled to a packet switched communications network. The voice connection is used to transfer an audible request from the first end station to the second end station, to ask the user of the second end station to generate a predetermined vocal response. The first end station compares any response from the second end station to the predetermined vocal response. The connection is determined to be established in response to a successful comparison. The predetermined vocal response includes a predetermined speech sequence comprising characters, a word or words, and a speech recognition procedure is applied to the received response to determine the presence of any speech sequence for comparison with the predetermined sequence. If a fault is detected an alternative connection is established to execute a process to correct the fault.

Abstract: Methods and apparatus for providing manned, e.g., live customer support to customers, e.g., people using the Internet to purchase goods and/or services are described. A person viewing a Web Site, e.g., a customer, is presented with a button which provides the opportunity to talk to a customer service representative. Upon activating the button, e.g., by clicking on it, the customer's computer or other Internet browser device sends a signal, e.g., a call request message, over the Internet indicating that the customer wants to talk with a service representative. The call request message includes the customer's telephone number and/or IP address. In response to the call request message, calling equipment is used to establish a customer service call between the customer and a customer service representative. The equipment can be owned by the telephone company thereby avoiding the need for E-business companies to make investments in telephone equipment.

Abstract: An automated agent system and method includes an action classifier which scores a representation of a portion of a user inquiry based on a knowledge bank. A comparing device compares a running score of the representation to a threshold to determine if enough information has been collected to respond early to the inquiry. An action mechanism provides an early response to the user prior to the user completing the inquiry if the threshold has been exceeded.

Abstract: A method including determining a current rate of satisfying a service level agreement constraint, wherein the service level agreement constraint is associated to selected ones of each incoming contact within a contact center, comparing the current rate to a target rate associated with the service level agreement constraint to calculate a satisfaction value, measuring a size of a queue associated with the service level agreement constraint, and calculating a potential value associated with the service level agreement constraint based on the satisfaction value, the queue size and a weighted priority level associated with the service level agreement constraint.

Abstract: A method (and system) of requesting help includes connecting a user to a help request generator, accessing, by the help request generator, a database including a list of helpers, selecting at least one helper from the list of helpers, and transmitting a help request from the help request generator to the at least one helper.

Abstract: Techniques for improving the efficiency of foreign accent/language communications processing are disclosed. For example, in one aspect of the invention, a technique for processing a call received by a call center, includes the following steps/operations. A call is obtained. Then, at least one of an accent and a language spoken by a caller making the call is identified. The call is then directed to an appropriate operator at a first level of the call center based on at least one of the automatically identified accent and the automatically identified language. The techniques may also include multiple-purpose editing, automated translation, and restating methodologies.

Abstract: A routing software application for predicting a best routing destination from a pool of considered routing destinations for an incoming event into a communications routing system has a detection module for detecting the arrival of the event for routing; at least one instance of an information gathering routine for gathering and compiling information about the considered destinations; at least one reporting module for organizing and reporting the gathered information; and a processing module for computing values from the gathered information and selecting the best routing destination based on isolation of the best computed value. In a preferred embodiment scalar load information per media type and per destination and agent skill information related to at least media skills per type of media per destination is processed by the processing module, which isolates, identifies, and selects at least the best destination for routing.

Abstract: A system and method for blending tasks received from a plurality of media switches. The method comprises receiving a plurality of task data indicating a plurality of tasks and a plurality of agent data indicating a plurality of agents. The task data and the agent data are stored in a database system. Tasks are assigned to the agents according to workflows. The system comprises a blending engine coupled to a plurality of media switches and a plurality of agent workstations coupled to the blending engine. The blending engine receives a plurality of task data from the media switches. The agent workstations provide a plurality of agent data to the blending engine. The blending engine provides a plurality of task assignments to the agent workstations according to workflows.

Abstract: Many types of contact center are arranged such that communications between contact center agents and customers or other end users are contingent upon, or dependent upon, successful operation of the contact center itself. However, if the contact center is not working for any reason, contacts cannot be directed between agents and end users. This is addressed by directing contacts between an end user and contact center agents, without the need for operation of the contact center itself. In order to achieve this a plurality of associations between contact center agent addresses and the contact center address are made, stored and prioritised at a communications network node.

Abstract: A computer implemented method, data processing system, and computer program product for dynamically balancing call loads among call center resources when a call load reaches a threshold. Responsive to receiving an incoming call at a call center, a target call center resource group is determined to handle the incoming call. A determination is then made as to whether a call load of the target call center resource group is above a threshold. If the call load is above the threshold, the least utilized call center resources in the call center are located. The resources in the least utilized call center resources which have a same skill set of the target call center resources are then identified. The identified resources are then assigned to the target call center resource group.

Abstract: A method and apparatus are provided for supporting client calls within a private computer network of an organization having a plurality of agents. The method includes the steps of detecting receipt of a call from a client of the organization through an interface of the private computer network of the organization with a public communication network, determining a type of the received call, spawning a routing process based upon the determined type of call and routing the call to an agent of the plurality of agents based upon the type of call and the spawned routing process.

Abstract: A method, system and computer-readable medium for providing a Virtual Contact Center (VCC) to call-in customers is presented. In a preferred embodiment, the method includes the steps of: screening a plurality of service agents according to agent qualifications needed by a Virtual Contact Center (VCC); developing a network of pre-qualified service agents from the screening step, wherein each pre-qualified service agent is an independent contractor; receiving, at a Virtual Contact Center Portal (VCCP), a request for service call from a customer; and directing the request for service call through the VCCP to one of the pre-qualified service agents according to a nature of the request for service call.

Abstract: A predictive call routing system that includes a real-time decision engine to receive information about a customer and identify a skill that is useful for providing service to the caller. The decision engine identifies the skill by generating scores for a plurality of statistical models using the statistical models and parameters associated with the caller, each statistical model representing a correlation between a subset of parameters arid an action that may be performed or requested to be performed by the caller, the score for each statistical model being generated using the statistical model and the subset of parameters associated with the statistical model, and identifies a skill based on the scores. The system includes a call router to route a call from the customer to a representative who has the skill.

Abstract: A method for distributing calls of an automatic call distributor system includes determining location information for agents at a call center. The method further includes routing a request for connection with one of the agents to one of the agents based at least in part on the location information. A method for managing agents in a call center includes determining location information for a plurality of agents in a call center. The method further includes communicating a message to at least one of the agents requesting the agent to move to a new location in response to at least one request for connection with one of the agents.

Abstract: A method and system for determining a language of a call handled by an automatic call distributor is disclosed. The method includes the steps of detecting the call, sampling an audio portion of the call, fitting a plurality of templates to the sampled portion of the call, and determining a language of the call based upon a best relative fit between one of the plurality of audio templates and the sampled portion of the call.

Abstract: An IP-based call center is able to route video and audio calls. The call routing is skills-based, and can be configured to give preference first to representatives or agents associated with an entity, and then to representatives or agents within a network associated with that entity. If no representative is available in-house or in-network, the call can be transferred to an external representative or agent. In other embodiments, an entity can configure prioritized layers for routing calls, in order to favor specific service providers.

Abstract: Systems and methods for dynamic allocation of agents for a network, which in one embodiment among many, can be broadly summarized by a representative method of receiving network data for a given time interval, where the network data is related to calls between users of the network and agents having agent-profiles that worked during the first time interval; determining a desired number of agents to work during another time interval based at least in part on the profiles of the agents that worked in the network during the given time interval; and assigning a group of agents to work during the other time interval, where the number of agents in the group is equal to the desired number.

Abstract: A system, apparatus, and method for routing work items to agents, wherein the work items can be of one of two or more different communication media types from one of two or more different communication channels. A queuing engine includes a list of routes and each route is associated with one or more properties. The list of routes can further include information related to one or more escalation rules for each route; the type of communication media available along the route for handling one or more of the work items; whether the route is active; the priority of the route; whether work items can be handled real-time; the service level for work items handled on the route; and the number of work items that can be assigned to the route.

Abstract: The present invention allows a queue management system (QMS) to use presence information from a presence system to efficiently match requestors of information with qualified resources capable of providing the necessary response. The resources for information may be humans or automated systems, which may be configured to facilitate communications with the requestors using different types of communication technologies. Further, these resources may be associated with different skill sets, experience, or areas of expertise. Thus, the resources may provide different roles, and any given resource may provide multiple roles, in addition to facilitating communications using different mediums.

Abstract: A service feature server makes it possible to provide service features in addition to the service features that are already provided in a telecommunications system. A separate module is provided for this purpose in the telecommunications system, which coordinates the calling of service features on the service feature server and on the telecommunications system, and controls the presentation of the corresponding service features on an operator switching position. The operator switching position is intended to be, for example, a personal computer, for which an operator interface need be created only for the additional service features. Access is made to the standard operator interface in order to use standard service features, and to the additional operator interface for the additional service features. In particular, the new functionality offers the operator a plurality of queues, which he or she can access separately.

Abstract: A user is made to select among a retrieval of a knowledge data base, an inquiry through an electronic mail, and receipt of an answer to an inquiry through a telephone. This selection may be made through a homepage. When the user has selected a telephone call as a mode of receiving the answer, the operator makes a telephone call to the user using the operator's terminal.

Abstract: A facility for adjusting a number of servers assigned to server pools for performing certain work types on the basis of unmet service needs in a work processing facility. Servers may include service agents, both human and robotic. A server assignor and corresponding server assignment method may each be employed in a work distributor or an automatic call distributor (“ACD”) to conditionally adjust server availability in server pools. The server assignor compares a composite preference value for a work type against each server's threshold value for the work type. When the server assignor determines that the composite preference value is greater than or equal to a server's threshold value, then the server assignor indicates that the server may be included in the server pool for that work type. Each server has preference values and threshold values for different kinds of work. The magnitude of a preference value represents an affinity for the work type.

Abstract: The method and apparatus improves call transactions in a communication system having an automatic call distribution system. A personality profile of each agent of a plurality of agents in the system is determined. A respective personality profile is one of a plurality of predetermined personality profile types. The determined personality profile type for respective agents are stored as personality profile records in a database. A personality profile of a caller is then determined, the personality profile of the caller being one of the plurality of personality profile types. A priority hierarchy is provided for matching a personality profile types of the caller to personality profile types of the agents. The personality profile type of the caller is then compared to the personality profile type of the agents according to this priority hierarchy. An agent is selected from the plurality of agents based on the comparison of the personality profile types.

Abstract: The best available expert is linked to a client in order to assist the client in understanding information obtained from computerized searches. The client and expert may be a part of the same or different networks. A resource matching program identifies and generates a concept from inquiries launched by the client. The concept is compared against an expert datasource which comprises data concerning the skills and knowledge of experts. This comparison, along with a set of availability rules, helps locate the best available expert. Once such an expert is located a link is established with the expert. The link may comprise a variety of communication methods including telephony, electronic mail, Internet, facsimile or wireless methods.

Abstract: The present invention provides for the allocation of agents to channels associated with the contact center. In particular, the present invention provides a contact center that allows agents to be efficiently allocated among channels, without requiring centralized control applications. Instead, the contact center of the present invention provides centralized agent and channel information fields to permit coordination between independent channel and agent work station applications. The present invention allows channels to be added to a contact center without requiring extensive modifications to the various components of the contact center.

Abstract: A method and system for selecting an agent to service a contact at a contact center accounts for the state of the contact center and for individual agent proficiency and performance. A software-implemented method includes an algorithm that adjusts the agent-selection process according to variations in state such as fluctuating call volume. When two or more metrics describe distinct aspects of an agent's performance and both aspects are relevant to agent selection, the algorithm can weigh each according to relative importance to the center's operational effectiveness. The present invention couples to the information infrastructure of a computer-based contact center and interfaces with the components of the center that acquire and maintain information pertinent to the agent-selection process. This connectivity delivers real-time information to the software algorithms and thereby facilitates rapid response to changing conditions.

Abstract: A method, system, and computer-readable medium is described for adjusting the service provided to customers or others contacting an organization (e.g., via a telephone call) based at least in part on the assessed value of the contacting party to the organization. In such situations, the organization assesses one or more aspects of the customer, such as a potential future value of the customer to the organization. After one or more such customer aspect assessments are available, the organization can adjust the service to be provided to the customer based on those assessments in various ways, such as by selecting one of multiple available human representatives as appropriate to respond to a received communication from the customer (e.g., based also on ratings of relevant capabilities of the representatives) and/or by selecting one or more appropriate offers to be made available to the customer.

Abstract: A method and apparatus are provided for assigning agents of an automatic call distributor to incoming calls of a plurality of call types handled by the automatic call distributor. The method includes the steps of determining a target occupancy matrix including a target occupancy for each agent of the agents of the automatic call distributor for each call type of the plurality of call types. The method further includes the steps of processing a call of a first type of the types determined in the target occupancy matrix and assigning the call to an agent of the agents of the automatic call distributor with a largest relative difference between an actual occupancy of calls of the first type handled by the agent and the target occupancy of calls of the first type determined for the agent in the target occupancy matrix.

Abstract: A call-management method and system for distributing calls to agents, wherein each agent has a profile, e.g., defining agent skills, efficiency, etc. The call center management system implements an algorithm for selecting an agent to receive a call to optimize caller utility, call center efficiency, and agent training. Therefore, the algorithm does not seek to necessarily route a call to the agent having the skill set most suited to the call; rather, the call may be routed to an agent who needs experience in the area of the call, and thus serves as a training exercise. Skilled agents may be made available to shadow the training agent when available.

Abstract: A system, apparatus, and method for routing work items to agents, wherein the work items can be of one of two or more different communication media types from one of two or more different communication channels. A queuing engine includes a list of routes and each route is associated with one or more properties. The list of routes can further include information related to one or more escalation rules for each route; the type of communication media available along the route for handling one or more of the work items; whether the route is active; the priority of the route; whether work items can be handled real-time; the service level for work items handled on the route; and the number of work items that can be assigned to the route.

Abstract: The method and apparatus is for converting messages and responses between different formats in a communication system. The method may have in one embodiment the following steps: providing at least one plug-in that implements at least one message format conversion in the communication system; assigning the at least one plug-in to a handicapped agent; and activating the at least one plug-in for the respective handicapped agent for converting received messages in a first format to a second format and for converting responses in the second format to the first format. The apparatus implements the method.

Abstract: A method for handling calls of an automatic call distributor system includes receiving, from a user, a request for connection with one of a plurality of agents, having one of a plurality of skills. In a particular embodiment, a preferred agent of the plurality of agents is selected by a statistical analysis using variables including a network resource available along a communication path between the user and the preferred agent, and an impact of connecting the user with the preferred agent upon the availability of a generally unique skill of the plurality of skills, to a future user. The user is connected with the preferred agent, the preferred agent having the one of the plurality of skills.

Abstract: A method which routes a communication session, from a client to a service agent station, utilizing a dynamic skills table improves the efficiency of the communication session and increases client satisfaction. A remote server dynamically updates the skills table with service agent information, obtained from one or more sources, and communicates the skills table to a switch. A profile of the client's request for the communication session is generated and compared to the skills table. The switch subsequently routes the client to the optimal service agent station.

Abstract: A method of tracking calls received within a call center is disclosed. A call is received within a call center switch that is connected to a call center via a host interface link (HIL). The call center has an automatic call distributor (ACD) server and interactive voice response (IVR) server, which is functionally integrated with the ACD server. The call is routed to the IVR server of the call center and responses are solicited from the caller to determine a requested type of service and what skills are required for answering a call. A route request based on an HIL protocol is determined within the call center and includes a new extension number and HIL messages. The call is routed based on the route request back to the call center and to an agent via the ACD server and HIL link such that the call can be tracked while in the call center and in queue.

Abstract: The apparatus and method provide assistance to an agent in a communication system, such as a communication system having an automatic call distributor. The method has the steps of determining skills of each agent of a plurality of agents, storing the determined skills for respective agents of the plurality of agents as skill records in a database, retrieving the skill record of a predetermined agent from the database, comparing the skill record of the predetermined agent to the skill records of the other agents in the database, selecting an agent from the plurality of agents based on the comparison of skill records, and establishing communication between the predetermined agent and the selected agent. The skill record of a predetermined agent is retrieved when the predetermined agent of the plurality of agents requests to communicate with another of the agents of the plurality of agents. The apparatus implements the method.

Abstract: A system that is configured for determining the value of one or at least one incoming call and routing the call for processing based on this determined value. In one embodiment, the system routes very low value calls to an automated system for processing, and directs all other calls to human operators for processing. In another embodiment, the system assigns at least one agent to one or more of a plurality of groups of agents based on the agent's talent for performing a particular task. For example, the most talented agents at handling a particular type of call are assigned to a first group, and the second most talented agents at handling this type of call are assigned to a second group. In one embodiment, the most important calls are routed to the first, “most talented” group for processing, and less important calls are routed to the second group for processing.

Abstract: An Internet Protocol (IP) call distribution system, for selecting agents to handle incoming requests from users, that uses publish/subscribe technology so that agent state does not need to be maintained. An automatic call distribution method for selecting agents to handle incoming requests from users, that uses publish/subscribe technology so that agent state does not need to be maintained.

Abstract: A system and method are disclosed which quantify one or more attributes of a finite number of resources for effective management of such resources. Quantifiable attributes possessed by a resource may include skills or functional capabilities possessed by the resources, as examples. A request for service by one or more of the resources is received, and at least one attribute desired by the request is quantified. Based at least in part on the quantified attributes of the resources and the quantified attributes desired by the request, at least one suitable resource for servicing the received request is determined. Most preferably, attributes of resources may be quantified along a scale, such as a scale of 0 to 100. For example, within a telephony call center, attributes possessed by agents, such as language skills or product knowledge may be quantified along such a scale. A request for service may be received, and the attributes of a resource desired by the request are quantified along such a scale.

Abstract: The present invention relates to the reservation (or holding back or restricting) of agents with respect to work requiring particular agent skills. In particular, the present invention allows a limited number of agents to be reserved based on agent occupancy or on a number of agent skills. A process implementing the present invention may be performed in real-time, such that a determination as to whether an agent should be reserved with respect to a particular agent skill or queue is determined as agents complete assigned work items and become available to do other work.

Abstract: A network of contact centres is managed by a network management server which allows contact centres (which may be independently run from one another) to register over the Internet or an intranet. Contacts received at a contact centre which is overly busy can be transferred to a different contact centre based on a determination made by the network management unit as to the most suitable agent in the network of contact centres. The network management unit receives events messages from the various contact centres as events occur which impact on the availability of individual agents. In this way, a dynamically updated database at the network management unit can determine the most suitable agent to which a contact should be transferred. The system allows independent contact centres to act as part of a larger network of contact centres without reducing the ability of a given centre to receive and handle contacts independently of one another.

Abstract: An apparatus and method of establishing an audio call path between an Internet user accessing a web site and an agent of the web site is provided. The method includes the steps of proving a web site with a plurality of audio access icons and a plurality of agent groups and associating an agent group of the plurality of agent groups with each audio-access icon of the web site. The method further includes establishing a voice path between the user and an agent of the associated agent group based upon activation of a audio-access icon by the user.

Abstract: A method for distributing a customer-initiated call placed with a contact center to one or more remotely located agents trained to service calls for one or more contact centers comprising the steps of receiving the call at a contact center; deriving an array of caller information; transmitting the array of information to a coordination center servicing one or more contact centers; identifying at least one remotely located agent trained to receive said call; directing the call to the agent; tracking the number of calls received by the agent for said contact center and providing payroll services for the contact center; maintaining records of each customer-initiated call and providing the records to the contact center; establishing simultaneous communication between the coordination center, the agent and the contact center; monitoring the communications in the call and providing access to the contact center; and the contact center rendering assistance to the agent.

Abstract: A method and apparatus for managing communication, such as telephone calls. One or more of a plurality of predetermined values are assigned to each of one or more of a plurality of predetermined characteristics relating to a received communication. A destination is selected based on the assigned values and the communication is routed to the selected destination. Scripts can be generated to route the communication to a specified device of the destination.

Abstract: A method of automatically routing a telephone call in a pharmacy, comprising the steps of: activating a telephone when a pharmacy employee signs onto a workstation; identifying a position type for the pharmacy employee, wherein the position type is associated with a set of functions available to the pharmacy employee; assigning a phone priority to the pharmacy employee after the pharmacy employee signs onto the workstation; identifying a type of phone call associated with a caller; evaluating a set of resources available to handle the type of phone call; directing the caller to an available pharmacy employee having the position type preferred to handle the call type and having the highest phone priority; placing the caller in a hierarchical holding cue if no pharmacy employee having the position preferred to handle the call type is available until a pharmacy employee having the position type preferred to handle the call type becomes available; and deactivating the telephone when the pharmacy employee signs of

Abstract: A method and system for routing incoming calls from callers to agents associated with an automatic call distribution system, where the incoming calls are based on non-voice dialog communication, the method includes the steps of: identifying a plurality of transaction-handling skills representative of skills possessed by the agents in handling the non-voice dialog communication, calculating a skill level possessed by each agent for at least some of the plurality of transaction-handling skills, forming an agent profile for each agent corresponding to the calculated skill levels, assigning a weight to each calculated skill level for each agent, identifying agents who are available to handle the incoming call, selecting an available agent based on the weighted calculated skill levels, and transferring the incoming call to the selected agent.